The standard advice used to be for lawyers to model their client service after Starbucks. Make the experience and service fantastic. But if the current state of Starbucks service (and that offered by many other businesses) post-Covid is any indication, that’s the worst model for lawyers. A better model: double down on customer service and experience.
I recently had the following exchange with Starbucks support:
I was pleased to hear the recent announcement that Natalie Kelly, the former Director of Law Practice Management for the Georgia State Bar Association, has accepted the position of Director of Legal Management at the Southern Poverty Law Center (SPLC or Center).
Natalie is one of my favorite people. Since I hadn’t had the chance to talk with her in a while, I reached out to Natalie recently. I wanted to get her thoughts about her new position. We talked about her new job, the SPLC itself, legal tech, and even the responsibility of law firms and law firm leaders to speak out against hate.
“There are two kinds of people in the world. Those with loaded guns and those that dig. You dig”.
Blondie to Tuco in the 1966 movie, The Good, the Bad and the Ugly
The increased number and sophistication of litigation analytical programs calls to mind the above line from one of my favorite movies, The Good, the Bad, and the Ugly. In the movie, the line sums up the obvious advantage a character holding a loaded gun (Blondie, played by Clint Eastwood) over a character with an unloaded one (Tuco, played by Eli Wallach). To paraphrase Blondie, there will soon be two types of litigators in this world: those who use litigation analytics and those who, well…dig. For those who use analytics, its a good time to be a litigator.
According to a recent article by Gregg Wirth in Thompson Reuters Legal Executive Institute, the notion of the fancy traditional downtown office of law firms is fundamentally changing. And with it ultimately, in my view, the nature of the profession. Three immediate factors are driving this change: partners are embracing remote work, the trickle-down effect on the use of technology, and a new emphasis on cutting costs. All three of these factors will change how lawyers view tech and working from a central.
LAS VEGAS, January 4, 2021 —LAWCLERK, the leading online marketplace for freelance lawyers, announced the rollout of a subscription based program to boost the working relationship between busy attorneys and a nationwide network of talented freelance lawyers.
I continue to be amazed by how many legal product and service providers don’t seem to grasp the need for simple, intuitive products and services. Products and services that address real pain points of their customers in the legal space. Those who supply consumer products and services get this. And let’s face it, there is a world of difference between how many in legal tech seem to think versus how those in consumer tech view the world.
It’s early January, which for me means CES, the giant consumer electronics show. (CES used to Stand for Consumer Electronics Show but now it’s just CES). CES calls itself the world’s largest and most important tech event, where the entire technology ecosystem gathers to conduct business, launch products, build brands, and network
Each year I go to CES and come back energized and optimistic. Each year I try to summarize what I learned and how those lessons might apply to legal.
Many have speculated what the legal world will look like if and when the pandemic lets up. Some believe we will continue with the virtual world with more and more court proceedings and arbitrations being online. Others think we will go back to the physical in-person world for most activities. But a sizable number believe we will have a hybrid world. This means some participants will be physically present in a courtroom or conference room while others will be online. This hybrid approach reduces risk on the one hand and enhances convenience on the other.